3rd Line Support Engineer - #2100210

An exciting opportunity has arisen for an experienced IT Service Desk Team Leader to join a growing and forward-thinking organisation in a newly created role.

You’ll lead a small but capable service desk team supporting approximately 260 users, while acting as the senior escalation point for complex issues and driving service improvements.

This is a player-manager position, ideal for someone who enjoys staying close to technology while developing and mentoring others.

You will:

• Lead and support a team of 2 Service Desk Analysts
• Act as the primary 3rd line escalation point for BAU incidents and service requests
• Own day-to-day service desk operations and ensure strong SLA performance
• Work closely with wider IT teams on escalations, projects, and improvements
• Drive process improvements aligned to ITIL best practices

You’ll be working across a modern Microsoft environment, including:

• Microsoft 365
• Azure / Entra ID
• Intune (endpoint management & MDM)
• PowerShell (automation & scripting)
• Jira / ITSM tooling

• Provide hands-on 3rd line support across cloud, endpoint, and identity services
• Manage user access, devices, and security controls following best practice
• Oversee device lifecycle, provisioning, and compliance
• Mentor and develop team members, supporting their technical growth
• Build strong relationships with internal stakeholders and external vendors
• Ensure accurate documentation and consistent service processes

• Experience in a Service Desk Team Lead or Senior/3rd Line role
• Strong technical skills across M365, Azure/Entra, and Intune
• Scripting experience (PowerShell preferred)
• Knowledge of ITIL processes and service management principles
• Experience using tools such as Jira (or similar ITSM platforms)
• A proactive, hands-on mindset with excellent communication skills